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Customer engagement

Hey, you found me!

Reading Time: 3 minutes I am Marc Olivier Meunier, a Customer Engagement Leader. I am working for Eficode, the leading DevOps company. After 7 years spent pouring oil on the fire of a high growth advertisement technology company (Smartly.io), I switched to Eficode. The company is also in high growth phase with a service delivery business model. We are […]

Clarity and direction

Reading Time: 2 minutes Clarity and direction are crucial components of my leadership style. I believe that when my employees understand their role in the organization, what they need to deliver, and how their efforts fit into the bigger picture, they are better equipped to focus their efforts on the tasks that matter most. This clarity leads to more […]

Restart a failed service

Reading Time: < 1 minute Sometimes my MariaDB database fails and crash. I am not sure why and I am not sure I want to find out why as I am guessing it would require some investigation and it may be above my pay grade. It happens quiet rarely but every now and then it happens and when it does, […]

Leading by example

Reading Time: 2 minutes Leading by example usually means being a role model, and showing others how to behave and conduct themselves in a professional and effective manner. My approach to that is pretty much there with some nuance. I like to show up as a human being and build a safe environment where it’s OK for everyone to […]

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Leadership

My leadership principles

Reading Time: 2 minutes I try to formulate my leadership principles in a clear and concise way. It keeps me accountable and helps me to be consistent. Build trust: be consistent in decisions and actions, keep decision making transparent and explain why. Be vulnerable: I’m a human being and I act like one, with my flaws. Sharing my ups […]

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Leadership

Decision making principles

Reading Time: < 1 minute To build trust, your decision making should be predictable. To build trust, your decision making should be transparent. To build trust, you want to get your team and you peers on a field trip into the meanders of your brain. You want to invite everyone around into your brain so they understand what to expect […]

Categories
Leadership

Build Trust

Reading Time: < 1 minute Trust is the foundation of relationship in many cultures. When leading a team, a department or a company, you want to make sure all your decision making is as transparent as possible in order to increase the trust in the organization. You destroy trust whenever you let personal choices, motivated by your own advantage come […]

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Customer engagement Leadership

Select a BPO for customer support

Reading Time: 16 minutes Selecting a BPO for outsourcing a customer support function usually goes through a Request for Proposal (RFP). An RFP can have varying degrees of detail, depending on the companies. For some, the quality control or the tooling may be more important, for some others the language coverage may be the clincher. Why using an RFP? […]

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Customer engagement Leadership

Adopting Offshore for your support

Reading Time: 9 minutes Outsourcing / offshoring? Same same. Don’t get caught up with wording. There is probably a subtle difference. But you are simply looking at paying another company to take care of the support function for you. A BPO is a Business Process of Outsourcing. It’s a company specialized in externalising a whole function. Adopting offshore for […]

Categories
Customer engagement

Setting up a 24/7 support

Reading Time: 13 minutes There are many aspects to consider when moving to a full blown 24/7 support setup. If you are starting from a regular 9am-5pm and you want to extend the hours to cover more time zones, that’s probably a separate exercise. Below, we are going to talk about moving from 24/5 to 24/7. When you are […]